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samwoo

Choosing connections in the Progressive Capture

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Hello,

I would like to request an additional form to allow users on the Self Service Portal as well as Service Desk users to be able to add connections via the progressive capture. This would make it easier to send emails after a call is logged based on who is in the connections list and/or what type of connection it is from within the BPM area.

Thanks,

Samuel.

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Hi Samuel 

Thanks for the post. 

We are continuing to evolve the use of the Connections functionality.  We started with the ability to add them, and define the relationships, then added BPM operations to automatically add them, remove them and email them from any business process. We also utilise them from behind the Me Too feature of Known Issues on the Self Service Portals, so they are a big piece of our plans going forward.  The next step is to add the ability to manually add them as part of the progressive capture process from Self Service or as an analyst.  The development story for this exists and is in our technical review column queue, once progressed into development and a release we will update here. 

Thanks 

Steve

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Hi Steven,

Brilliant. This is definitely something to look forward to :) 

Many thanks,

Samuel.

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@Steven Boardman

Just wondering if there is any progress on the ability to add Connections as part of the progressive capture process for the portals?

I have tried the standard form - Connections in our progressive capture but it does not seem to prompt either on the customer or service portals, with it only working for requests logged via the Live User App.

Cheers

Martyn

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18 minutes ago, Martyn Houghton said:

@Steven Boardman

Just wondering if there is any progress on the ability to add Connections as part of the progressive capture process for the portals?

I have tried the standard form - Connections in our progressive capture but it does not seem to prompt either on the customer or service portals, with it only working for requests logged via the Live User App.

Cheers

Martyn

I was wondering this too.

Samuel

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@samwoo @Martyn Houghton the first iteration of the Connections progressive Capture forms has been limited to the user app and not the service / customer portals, so as you say this form will not show on the portals (currently).

The initial implementation allows for the user (analyst) to pick / specify the connection type, which for an analyst seems reasonable, however we are looking at other options to not require the customer on the portals to have to distinguish or know which connection type they should add a user as, and instead leave that as a choice for the progressive capture designer at design stage. 

There is also the wider question of visibility of requests on the portals which you are a connection too, but that would be a little further along as well. 

I'll post back here once the Connections on the portals is resolved.

Steve

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@Steven Boardman

Any update on resolving the issue stopping the use of 'Add Connections' in the progressive capture on the Service and Customer Portal.

We are implementing new services for our Internal Project Managers, but would want to capture external customer connections as well.

Cheers

Martyn

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